SHAHBAZ NASEEM
Shahdara
Summary
Seasoned professional with over 18+ years of experience specializing in Process Excellence. Demonstrated commitment to driving operational efficiency and optimizing business processes. Proven track record of implementing successful process improvement initiatives, streamlining operations, reducing costs, and enhancing productivity. Expertise in identifying areas for improvement, developing innovative solutions, and leading cross-functional teams to achieve measurable results.
Overview
21
21
years of professional experience
3
3
Certifications
Work History
Senior Manager, Lean Digital Transformation
Genpact India Pvt. Ltd
12.2021 - Current
- Successfully lead service, Change, Problem, Transition & Transformation with excellence in managing issues that could impact end-to-end delivery operations, performing root-cause analysis and providing leadership/direction
- Collaborate closely with peers, internal stakeholders and client to drive improvements
- Reduce costs, optimized resource allocation, and improved efficiency in managing projects
- Achieve operational excellence by streamlining processes and implementing best practices
- Implement innovative solutions to overcome challenges, leading to enhanced productivity levels
- Spearhead change management efforts for seamless adoption of new systems or processes among employees
- Utilize data-driven insights to make informed decisions that resulted in higher returns on investments
- Establish strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
- Quantify and report on savings, improvements in cycle time, and other measurable impacts of improvement projects
- Consistently met or exceeded annual performance targets set by senior leadership
Manager, Delivery Excellence and Risk Management
Tata Consultancy Services (TCS)
10.2016 - 12.2021
- To drive process automation / continuous improvement through Six Sigma, Lean, Continuous Improvement (PDCA) & Kaizen
- To drive quality culture by educating the teams about Kaizen, 7 QC Tools, Transaction Monitoring
- Identify, plan and implement key projects to improve quality, increase productivity and improve end customer experience
- Capability building by conducting workshop on Lean methodology
- Conduct Project Management Review for aligned projects
- Customer advocacy by raising the Early Warning Signals and aiding delivery team to come-up with a robust action plan to prevent escalations
- To map current processes “As is” with the help of process SMEs to identify NVAs and design “To Be” process maps
- Responsible for Quality framework deployment for the aligned vertical
- Handle Red accounts/transition, work with multiple teams to ensure account/transition moves from Red to Green status in a stipulated time
- Prepare and lead ISO audits (9001, 27001 and 30105) for the aligned vertical
- Conduct internal audits to ensure compliance to ISO standards and CMMI
- Identify and report NCs (non-compliance)
- Work with project managers to close NCs and obtain approvals from stakeholders
Sr Associate Consultant (Deputy Manager) - Quality
Infosys BPO Limited
01.2016 - 04.2016
- Lead cross-functional teams in identifying, analyzing, and improving service delivery processes using Six Sigma methodologies (DMAIC, DMADV).
- Implement process improvements to reduce waste, increase efficiency, and enhance customer satisfaction
- Collect, analyze, and interpret data to identify trends, root causes of inefficiencies, and areas for improvement.
- Utilize statistical tools (e.g., Minitab) to conduct hypothesis testing, regression analysis, and design of experiments (DOE)
- Conduct workshops and training sessions on Six Sigma methodologies and tools for employees at various levels.
- Foster a culture of continuous improvement and operational excellence within the organization.
Team Leader - Cognizant Business Consultiing
Cognizant Technology Solutions
08.2014 - 08.2016
- Lead consulting projects to identify process gaps, improvement opportunities and review process documentation etc.
- To map current processes “As is” with the help of process SMEs and have them verified by Process Owners and SMEs
- To identify NVAs and design “To Be” process maps
- Provide support to Presales team during RFP for potential clients
- To analyse and draw insights from data
- Handled a team of 40 associates for operations (Worked as a back-up Team Manager)
- Monitor transactions on an ongoing basis and take corrective steps where necessary to make incremental improvements
- Responsible for monthly volume forecasting, work allocation, leave management and other team handling activities
- Responsible for Weekly and Monthly review with vertical head and the client.
- Responsible for process improvement Initiatives, error analysis (RCA) and preparation of action plan
Team Lead - Operations and Quality
TechSignia Solutions India Pvt. Ltd
10.2012 - 07.2014
- Was hired as a Team Lead to migrate a travel process form Milwaukee (U.S.A) to India (Pune)
- Worked closely with the vertical head and the client for the successful migration of the process.
- Prepared all process related documents like TSD, QSD, Metric Guide etc
- Handled a team of 26 associates and 1 Quality Analyst and 1 Trainer
- Monitor transactions on an ongoing basis and take corrective steps where necessary to make incremental improvements
- Responsible for monthly volume forecasting, work allocation, leave management and other team handling activities
- Responsible for Weekly and Monthly review with the vertical head and the client.
- Responsible for process improvement Initiatives.
- Responsible for monthly error analysis and preparation of action plan
- Responsible for recruitment and retention
Quality Compliance Analyst
Exlservices India Pvt. Ltd
04.2004 - 11.2011
- Migration of an insurance process from U.S.A. to India as Quality Compliance Analyst
- Preparation and regular updation of Quality Standard Document (QSD) for the process
- Responsible for transactional audits and identifying gaps
- Worked with the migration manager to formulate pilot reporting structure for the process
- Prepared Quality Sheet for the process
- Preparation and publishing of monthly dashboards
- Worked on streamlining different Process Excellence reports
- Analyzing the areas of improvement for the process as well as for agents and working upon the improvement plans in order to exceed client’s expectations
- Taking regular Quality sessions
- Client interaction with the client in respect to process updates and sign off for new associates
- Transaction monitoring and providing feedbacks
Education
Bachelor of Arts - Arts
University of Delhi
Delhi 04.2001 -
Skills
Business/Operational Excellence
Process Improvement
Program/Project Management
Analytical skills
Business Consulting
Customer Experience Management
Cross-functional collaboration
Data analytics
Problem-solving
Certification
Lean Six Sigma Certification (Green Belt) - Indian Statistical Instiute.
Timeline
Senior Manager, Lean Digital Transformation
Genpact India Pvt. Ltd
12.2021 - Current
Lean Six Sigma Certification (Master Black Belt)
02-2019
Manager, Delivery Excellence and Risk Management
Tata Consultancy Services (TCS)
10.2016 - 12.2021
Sr Associate Consultant (Deputy Manager) - Quality
Infosys BPO Limited
01.2016 - 04.2016
Team Leader - Cognizant Business Consultiing
Cognizant Technology Solutions
08.2014 - 08.2016
Team Lead - Operations and Quality
TechSignia Solutions India Pvt. Ltd
10.2012 - 07.2014
Lean Six Sigma Certification (Black Belt) - Advance Innovation Group
02-2011
Lean Six Sigma Certification (Green Belt) - Indian Statistical Instiute.
07-2007
Quality Compliance Analyst
Exlservices India Pvt. Ltd
04.2004 - 11.2011
Bachelor of Arts - Arts
University of Delhi
04.2001 -
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